Scaling Up Intelligent Automation Adoption in GBS Centers

7 Aug 2020
by Bharath M, Param Dhar

In the last few years, many mature Global Business Services (GBS) centers have scaled up the adoption of traditional Robotic Process Automation (RPA) solutions and are shifting their focus toward Intelligent Automation (IA) solutions, such as Intelligent Document Processing (IDP) and Intelligent Virtual Agents (IVAs), to augment existing RPA capabilities. The adoption of these solutions is likely to be accelerated in the wake of the ongoing COVID-19 pandemic.

This report captures the key trends, challenges, and best practices adopted by GBS centers while scaling up their IA initiatives.


  • This report is primarily based on our interactions with senior leaders from 50+ GBS enterprises, third-party service providers, and automation technology vendors
  • It covers all industries and geographies


In this report, we study the following topics:

  • GBS centers’ key IA initiatives
  • Key challenges GBS centers face in this journey
  • Best practices to overcome challenges and scale up GBS organizations’ IA programs
  • Case studies highlighting the maturity achieved by GBS centers across domains such as talent and Center of Excellence (CoE) management
  • Outlook for IA in GBS organizations, in a post-COVID-19 world




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